Legal

Refund & Cancellation Policy

Leer en español →

Effective 10 September 2026. This policy is part of our Terms & Conditions.

1. The short version

2. Shipments in transit or delivered

The shipping charge pays for us to receive, carry across the border, and deliver your packages. From the moment a shipment leaves our U.S. receiving point, that work is under way and the charge is earned. We do not refund the shipping charge for a shipment that is in transit or has been delivered — including where a delivery is delayed, held or inspected by customs, or delivered late for reasons outside our control.

Duties, taxes, and third-party fees are pass-through charges set by others; BAJEX does not refund them. If a customs or tax authority, or a third party, actually reverses or refunds such a charge back to BAJEX for your shipment, we will pass that amount on to you.

3. Cancelling before a shipment moves

You may cancel a shipment at any time before it leaves our U.S. receiving point by emailing info@bajexx.com. If you have prepaid and the shipment has not yet moved, we will refund the prepaid shipping charge, or credit it to a future shipment if you prefer, minus any costs we have already incurred on your behalf (for example a pickup already carried out, or storage). We will tell you the amount before processing it.

4. If we cannot perform a shipment

If we accept and charge for a shipment and then are unable to perform it — for example we decline the contents after inspection, or we cannot complete the crossing — and it has not been delivered, we will refund the prepaid shipping charge for the part of the service not performed, or arrange return of the packages to you, at your choice. This does not apply where the shipment cannot proceed because of something you are responsible for under the Terms & Conditions (inaccurate information, prohibited items, unpaid charges, missing customs documentation).

5. Damage and loss

Damage to or loss of the contents of a shipment is not handled through refunds. It is covered by sections 8 and 9 of the Terms & Conditions — our limited liability, the per-package cap, and how to make a claim (including reporting visible damage within 24 hours of receiving the package).

6. How refunds are paid

Where a refund is due under sections 3 or 4, BAJEX will initiate it to the original payment method within 5–10 business days of agreeing the amount with you. How long it then takes to appear depends on your bank or card issuer. A credit toward a future shipment, if you choose that instead, does not expire.

7. Your statutory rights

Nothing in this policy removes any right you have under Mexican consumer-protection law that cannot be waived by agreement. If you believe a charge was unfair, contact us first at info@bajexx.com; you may also raise the matter with Mexico's consumer-protection authority (PROFECO).

8. Changes

We may update this policy. The version in force is the one published here when your shipment is accepted.